Jerimy Grieser 9913 Sedgewick Avenue Plano, Texas 75025 jg12ff91e@westpost.

net Cell: 214-518-1925 Career Overview Motivated, detail-oriented Technical Support Representative with 3 years experie nce seeking a network administrator, project analyst or desktop support position where my technical skills can improve company efficiency and profitability. Qualifications Network + Certified Extensive background troubleshooting wireless networking and Telecom systems Extensive experience with Tier II & Tier III Business and Customer Calls Network/Server maintenance Operating Systems: Windows 7, XP, Vista, Windows 2008, Windows 2003 Remote access technologies: (VPN, dial-up, terminal services) Hands on expertise with Ilog CRM, Remedy Ticketing System, IHLR Network Provisio ning OTA / OTI over the air update interface, DOTAC over the air update systems & Primus Knowledge base Skills / Experience 3 years of solid technical help desk experience Blackberry / I - phone experience Excellent diagnostic skills Excellent problem-solving abilities Strong analytical skills Ability to work well within teams and independently Excellent communication skills Excellent troubleshooting skills Testing/Verification skills Streaming Video Platforms: Clip Stream, Windows Media and QuickTime Windows, Mac OSX Installation, configuration and troubleshooting Installing, configuring and troubleshooting wireless networking & handheld devic es

Accomplishments * Leadership Served as a supervisor for Tier 1 team. Technical Support Maintained the highest interval one call resolution rates (OCR) and fastest issu e resolution for 3 consecutive years. * Project Management Coordinated with engineering team to ensure smooth installations and efficient o perations and completion of all tasks. * Problem Resolution Responsible for support and resolution plan(s). Served as advocate for end-users, performing tests and problem analysis for serv er, desktop and IT infrastructure work. * Network Security Managed customers network hardware including routers, switches, and wireless net working equipment. Work Experience Judge Technical Services (CitiGroup) December 2010 to January 2011 Help Desk Project Consultant Irving, Texas Collaborated with project team to implement a new Knowledgebase for the Citi-Gro up Help Desk call center. Served as a Team Lead, providing direction and technical support by leading team meetings and conference calls with local and international teams to resolve iss ues. Responsible for conducting preliminary analysis of software issues, documentatio n, tracking and resolving issues with engineering team. Provided daily assignments to the team while monitoring, tracking and reporting progress to the Project Manager.

NexGen Wireless / Clear Wireless, LLC. February 2010 to June 2010 Field Technician Consultant

Dallas , Texas

Provided leadership in evaluation, planning, testing, installation and configura tion of network wireless routers. Efficiently managed and coordinated at least five customer projects per day. Responsible for resolving network issues. (i.e. Voip, Cat5 / 5e / 6 utp cables, hubs, using WIN / Mac Operating Systems, etc) Ensured customer satisfaction by providing onsite technical support.

Volt Technical Services / Apple Inc. April 2009 to August 2009 Level II Help Desk Representative Consultant Dallas, Texas Managed supervisor calls for Tier 1 team. Provided technical support by gathering information and working with engineering team to resolve network outages. Provided ongoing technical support of Windows and Mac operating systems, I- Phon es, customer routers, ILOG (SAP CRM for Apple), etc.

T-Mobile USA December 2007 to February 2009 Customer Service Representative II Frisco, Texas Provided superior customer service by ensuring one call issue resolution for all Tier I, II & III calls supporting multiple brands of handsets including T-Mobil e, Motorola, Samsung and Nokia. Partnered with engineering team to resolve router and networking issues. Used a wide variety of tools to support multiple handsets and the @ Home router and services including: IHLR network management and configuration utility, OTA / OTI over the air update system, Linksys WRTU54G - TM wireless VOIP routers, Sam son (citrix based) CRM, Remedy and Primus Knowledgebase. Ensured customer satisfaction by providing online technical support. Stream International May 2007 to November 2007 Support Professional Richardson, Texas

Managed Tier I calls regarding equipment activation, issues, billing, warranty s ales and cancellation requests. Completed a Job shadowing program in the Network Operations Center (NOC) Whelan Security July 2006 to April 2007 Special Response Officer (SRO) Dallas, Texas Responsible for providing 1 hour response time to all calls (24x7) for multiple sites. Conduct security patrols of interior / exterior of premises and monitoring surve illance cameras. Document all incidents and hourly reports. State Inspections Only May 2006 to July 2006 Inspection Lane Manager Plano, Texas Responsible for maintaining internal computer systems and data for all vehicle i nspection records. Conducted vehicle state inspections to state regulatory guidelines. Responsible for resolving all customer issues. Whelan Security September 2005 to May 2006 Special Response Officer (SRO) Dallas, Texas Responsible for providing 1 hour response time to all calls (24x7) for multiple sites. Conduct security patrols of interior / exterior of premises and monitoring surve illance cameras. Document all incidents and hourly reports Education and Training Plano Sr. High School 2005 Business Management

Diploma Plano, Texas, USA Western Governors University Bachelor of Science (IT / Network Design and Management) Dallas, Texas, USA